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Just a customer

This post is the fourth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The fourth obstacle is nonchalance. Nonchalance is defined as having an

October 10, 2011

Who’s more important: the division president or the customer?

In an earlier post I asked the question, “Why is it okay to behave indifferently toward customers and roll out the red carpet for the division president?” Specifically, why do employees paint, wax the floors, and polish the chrome for the division president and text friends, smoke near store entrances,

October 13, 2009